The contact center experience can be the factor that makes or breaks a customer’s decision of whether or not to continue doing business with your company. Hiring one wrong agent could mean losing customers - and revenue - to your competitors.
However, thanks to progress in data analysis technology and workforce psychology, contact center operators now have access to sophisticated tools to help them identify the types of people most likely to succeed in contact center environments, and consequently, increase contact center employee retention rate.
Wednesday, we shared three ways your contact center can boost employee retention, starting with three common issues including competition, equity, and recruitment. Today, we will discuss three additional hurdles contact centers face when it comes to employee retention rate - environment, job design, and leadership - as well as data-driven methods you can use to decrease attrition rates related to these issues.
With performance-driven cultures in which representatives must meet a a number of different quotas and complete duties that are often routine and monotonous, contact center work can be challenging.
Many competencies companies traditionally screen for – such as longevity at previous positions – are actually poor predictors of a candidate’s ability to perform. Even if a candidate has previous contact center experience, it is not necessarily an indicator he or she will thrive in your specific environment.
Dig deeper into agents’ competencies with assessments: Talent assessment tests are far better forecasters of not only how long an employee will stay, but how well he or she will handle common stressors present in the call center environment. Talent selection tools allow leadership to identify predictors of retention through the use of psychometric assessments and realistic job simulations that closely model the tasks (and speed) of the specific contact center environment.
The role of a contact center agent includes complexities that are rarely discussed. Agents must be rigid when it comes to rules, but also adaptable to change; they must pay close attention to details, but also be able to think outside of the box. It goes without saying that agents who can succeed in these roles are truly special. Virtually all agent jobs are diverse and require individuals capable of adapting to change and different situations fluidly.
Use job simulations to pinpoint high-potential candidates: Realistic multi-media simulations allow job candidates to play the part of a fictitious service, sales, or support representative. This gives hiring managers an accurate measure of a candidate’s skills, such as computer, multitasking and data entry skills. Managers can then use the results of these simulations to determine whether or not an agent will be able to complete the tasks required for success.
While leadership matters in every industry, there is no place where it is more critical to success than your contact center. Supervisors who view their roles as overseers without displaying any real interest in mentoring their team quickly drive up apathy and frustration among their staff, and have significantly higher quit rates than supervisors who lead by example and take the time to coach their employees.
Though we’ve probably all experienced some interesting managers, research suggests anywhere from 50 to a whopping 75 percent of managers are incompetent. And in an environment as high-pressure and fast-paced as a contact center, support from strong and capable leaders is vital to agents’ success.
Identify potential leaders with data: Almost all good leaders all have one thing in common: emotional intelligence. Psychologist Daniel Goleman points out in his Harvard Business Review piece the undeniable ties between emotional intelligence and business results. You can use personality-based assessments to find candidates who demonstrate emotional intelligence, as well as show a pattern of optimism and positivity, as well as those who are likely to show a higher level of commitment to their employer.
Learn more by speaking with one of our talent selection specialists, and discover the benefits of pre-hire assessments by downloading your free copy of the white paper below.
Publish Date: April 1, 2016 5:00 AM
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Centrical Business Continuity & Remote Work Solutions
Centrical Solutions Help Sustain Business Continuity,
Keep Employees Engaged and Connected During COVID-19
In response to the COVID-19 pandemic, Centrical, provider of the holistic, real-time employee engagement and performance management platform, offers contact centers ways to
Keep calm and keep working remotely.
We offer solutions for business continuity in a crisis that provide effective engagement, communications, and reskilling of employees working from home, among other things. They will let you:
Reduce anxiety and isolation
The times we’re in require an extra effort to communicate and keep everyone connected. With Centrical, you can create an ongoing stream of communica...
PH: +1 800 538 4263 (US) or +44 20 3318 6424 (UK)
|3.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300
|5.)||Orion Learning Services Inc.|
Learning & Development
Learning & Development - For Remote Workers
Learning & Development for Remote Agents, Supervisors, Managers and Administration/Support Staff
Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
|Transforming Cultures of Call Center Attrition - Part 3||February 6, 2018 5:00 AM|
|Transforming Cultures of Call Center Attrition - Part 2||January 31, 2018 5:00 AM|
|Transforming Cultures of Call Center Attrition - Part 1||January 29, 2018 5:00 AM|
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|Upgrading Your Talent with a Quality of Hire Scorecard||September 21, 2016 5:00 AM|
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|Avoid These 6 Harmful Hiring Mistakes with Talent Assessment...||August 15, 2016 5:00 AM|